Hello, thanks for reading “Living on the Grid” series This is the second in a series of 2×2 grids to help explain or demonstrate concepts from the world of business..
In this edition, I wanted to look at the type of experience companies stage for their customers. This is a direct adaptation from B. Joseph Pine II and James H. Gilmore’s book The Experience Economy: Work is theatre & Every Business a Stage. On this 2×2 grid, we will look at the various types of experiences a company can stage.
As you will see in the diagram below, Joe and Jim use two axises to define the various realms of an experience. Across the horizontal plane they ask about the type of engagement the customer will be involved with. Will it be a passive experience with little interaction from the customer or will it be an active participation by the customer?
In the vertical axis, they ask about the proximity of the customer to the experience. Is the customer immersed deep into the experience as if it is happening around them and they are part of the experience? Or is it more about absorbing the experience from a distance much like the movie goer who sit and watches a film.
Like most things in life, there are no hard this or that determinations, many of you may find you ride the line between two quadrants. In their book, Joe and Jim also identify these happy connections or the blending of two types. And yes, you can fall to the center where your staged experience blends all four realms. In this case, they refer to this as hitting the sweet spot. Staging an experience or experiences that engage the customer at various levels of engagement and action.
If you enjoy this article or this series concept, please leave me a comment. I’d love to hear your feedback and possible ideas for upcoming 2×2 grids.
Until next we chat, this is Living on the Grid.